atw: Re: Statistics to demonstrate value ...

On 19/10/09 02:57 PM, Peter Martin wrote:


Just another thought or two -- along these lines (But beware! this may be a 
two-edged sword if your templates don't comply with recommendations)

 From time to time it is convenient to point out that badly-formatted documents 
bugger customer comprehension.


[snip]

Meanwhile, (or in addition), often Support people can provide assistance here 
if they can point to instances where sloppy docs gave them more grief than they 
needed, which ruins the company's product image, wastes support time, and 
pisses customers off.  (One reason why I'm a great believer in tech writers 
doing what they can to co-ordinate with Support people, have them reviewing 
docs, and listening to what help desk people say about what customers just get 
wrong or simply don't read in the docs.)



All good points. However, they relate to product docs and
external customers. Because the original post specifically
noted that these were in-house documents, I didn't include
these angles.

-- Janice

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Janice Gelb          | The only connection Sun has with
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